Video Walkthrough
What are Documents and E-Signatures?
The Documents feature lets you collect a legally binding electronic signature from a customer directly from a work order — for example, an authorization to proceed with work. Once a request is sent, 3C Connect tracks who has signed, sends reminders, and stores the completed, signed file along with a full audit trail. Every request you send also appears in the Documents list, so your office team has one place to check on status.
Setting Up E-Signatures
Before you can send a request, e-signature signing needs to be turned on and given a sender identity. Go to Settings > E-Signatures.
1. Enable e-signature signing
On a fresh account, the page shows a Get Started card. Click Enable E-Signature Signing to provision the feature for your account.
2. Add a sender
The sender is the name and email address customers will see the signature request come from. Switch the page to edit mode and, under E-Signature Sender, fill in a Name and Email, then click Add Sender.
Verification required. After adding or replacing a sender, an email is sent to that address to verify it. Until it's verified, e-signature requests can't go out — the settings page will show a Verification pending notice with a Resend Verification Email button if you need another copy.
3. Set a default contractor signer (optional)
Under Default Contractor Signer, you can add a name and email for a signer on your side — such as the technician or an office manager — who is automatically included on every request. This can be added, replaced, or removed at any time; you can also choose whether to include this signer on a case-by-case basis when sending an individual request.
4. Send a test request
Under Actions, enter a signer name and email and click Send Test to confirm the sender is working and see what a signature request looks like before sending one to a real customer.
Usage
The Usage card shows how many e-signature requests have been sent in the current and previous billing periods.
Turning it off
If you need to stop offering e-signatures, click Disable E-Signature Signing under Actions. Existing signed documents remain available in the Documents list; you'll need to enable the feature again before sending new requests.
Sending an E-Signature Request
E-signature requests are sent from a work order, once there's something on it worth authorizing — from the Office App or from the field using the Mobile App.
A work order needs at least one accepted line item or one accepted agreement before a request can be sent. If nothing has been accepted yet, the work order will prompt you to accept a line item or agreement first.
From the Office App
Open the work order and switch to Edit mode.
In the document section, click Create E-Signature Request and choose the signer(s) — the customer, and your default contractor signer if you chose to include one.
Click Save on the work order — choosing the signers only stages the request, it isn't sent until the work order itself is saved.
Need to change something after sending? As long as none of the signers have signed yet, you can change the signers, or make changes to the work order itself — the new version of the document will reflect those changes. Click Update E-Signature Request, make your changes, and Save the work order again to send the revised version. Click Remove E-Signature to cancel the request instead. Once a signer has signed, the document can no longer be edited or replaced from that work order.
From the Mobile App
Technicians can send the same request while still on site. Open the work order and go to the Authorization tab (next to Billing):
Under Send E-Signature, enter each signer's name and email — you can add up to 5 signers.
Turn on Include Contractor Signer if your default contractor signer should be added to this request, and add an optional message for the customer.
Tap Send E-Signature Request.
A status badge next to the Authorization header shows where things stand (for example In Review or Completed) and updates when you tap the refresh icon beside it. Tap Resend E-Signature Request to send it again, or, once it's signed, Download Document to save a copy to the device. Sending requires a network connection — if the work order has changes waiting to sync, send those first.
Tracking and Retrieving Documents
Every request you send shows up in the Documents list, as well as on the customer's or site's own page. Each document moves through the following statuses:
Status | What it means |
Not Sent | The document has been created but no signature request has gone out yet. |
In Review | The request has been sent and is waiting on one or more signers. |
Completed | All required signers have signed. The completed file and audit trail are ready to download. |
Terminated | The request was cancelled or otherwise ended before it was signed. |
Open any document to see its version history, and use Download Completed File and Download Audit Trail to save a copy of the signed document and its signing record — useful for your own files or if a customer disputes the work later.
Frequently Asked Questions
The Documents page says e-signatures aren't enabled — what do I do?
Either a sender hasn't been added yet or the feature hasn't been turned on — head to Settings > E-Signatures and complete the setup steps above.
Why can't I request a signature on this work order?
The work order needs at least one accepted line item or accepted agreement first — an e-signature always authorizes something that's already been accepted.
My sender still shows as pending verification.
Check the inbox for that email address for a verification email from 3C Connect. If you can't find it, use Resend Verification Email on the E-Signatures settings page.